Barbara Jordan

Well, ACA blog readers...you would not believe what happened to me last week. On Friday afternoon, I received a call from a very panicked administrative director. I’d just begun working as a Clinical Supervisor at this agency. So, you can imagine my surprise. Apparently, she had just discovered that one of the counselors had not completed several case notes and discharge summaries! Wow! How could this happen?! As a certified Substance Abuse Counselor (CSAC), he should have known better. The worse part? We couldn’t contact the counselor because he is out of the country on vacation!

Do you think your work as a counselor is stressful? Most would answer a resounding “YES!” I’ve heard stress leads to memory problems and I believe it! I’ve always been so forgetful that my mom had ME hide the Easter eggs! I still have to put “hello my name is” stickers on my spouse, kids and dog from time to time to avoid mixing up their names. And, while most people have a photographic memory, mine is just plain out of film. One of my clients complained of forgetfulness. He once admitted, “At least my friends’ secrets are safe with me.” I asked him, “How long has this been happening?” He said, “How long has what been happening?”

During my first several years as a co-occurring disorder therapist, I paid little attention to clinical supervision. Oh, don't get me wrong. I sought supervision on a regular basis. I showed up to clinical staffings with a tower of charts in hand. I asked questions, sought advice, and received feedback gracefully. However, at some level, I took it for granted. I didn't value clinical supervision nearly as much as I do now. Of course, I value it now because I am a counselor educator and clinical supervisor myself.

Last week, I wrote a blog containing several suggestions to improve client retention. This week, I thought I'd put the horse after the cart by talking about why we should be concerned about retention in the first place. First of all, improving retention decreases paperwork. And, we all love to reduce the paperwork in our jobs, right? Secondly, enhanced retention decreases the need for finding new clients. If you're anything like me, you 're not good at marketing and sales, or perhaps, you're too shy, embarassed, or humble to do much of it. Third, higher client retention increases job satisfaction, income (if you're in private practice), and job security. Research suggests that the longer clients stay in treatment, the more likely they are to be successful. Therefore, client retention helps clients recover. Finally, improved retention of clients increases confidence the public has in treatment.

One of the main things I teach my students in my Professional Readiness and Ethics classes is the concept of client retention. Here are some points that I feel are critical:
• Admit clients when they are in crisis. Job loss, eviction, arrest, domestic dispute, illness, injury, financial trouble, and other crises tend to motivate clients to enter and stay in treatment.
• Develop referral sources that have contact with clients in crisis—employers, police, lawyers, probation officers, social services, domestic violence shelters, mental health centers, medical clinics, and churches.